Liberty Mutual Insurance’s service call centers, located in Mishawaka, Ind., New Castle, Pa., Phoenix, Ariz., Springfield, Mass., and Tampa, Fla., handle approximately 6.5 million telephone calls from auto and home insurance customers annually. To become certified, the call centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Liberty Mutual customers who recently contacted its call centers.

“With excellent performance across the board for all aspects of the interactive voice response (IVR) and the customer service agent, Liberty Mutual Insurance’s service call centers are to be congratulated for earning certification,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “Liberty Mutual’s service call centers performed particularly well in getting callers to the customer service representatives quickly and then solving the issue quickly. In this time-starved world we live in, Liberty Mutual’s service call center strategy is to be highly responsive to customer needs when utilizing the phone channel has definitely resonated with its customers.”

For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.

“This prestigious honor demonstrates that ‘customer service excellence’ is more than a Liberty Mutual business goal, it’s a daily operational reality,” said Tim Sweeney, Liberty Mutual Insurance president, Personal Markets. “In an intensely competitive industry, our success largely depends on delighting our customers, and each day our call center professionals live up to that responsibility.”

The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial's leading brands include Standard & Poor's Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.

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